公开(公告)号：US20160205251A1

公开(公告)日：2016-07-14

申请号：US14596629

申请日：2015-01-14

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Padraig MEANEY ,  Philip MCCANN ,  Michael MCBRIDE

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/50

Abstract: A method and system automatically monitors quality and agent suitability in a video communication processed at a contact center. The method performed by a monitoring device includes receiving a plurality of consecutive images of a video communication between an agent device used by an agent of a contact center and a user device used by a user with a request. The method includes determining at least one agent action performed during the video communication that is outside a predetermined parameter. The method includes determining a change that the agent is to perform based upon the agent action. The method includes transmitting the change to the agent device.

Abstract translation: 方法和系统自动监视在联络中心处理的视频通信中的质量和代理适用性。 由监视装置执行的方法包括接收由联络中心的代理使用的代理装置与用户使用的请求之间的用户装置之间的视频通信的多个连续图像。 该方法包括确定在视频通信期间执行的至少一个在预定参数之外的代理动作。 该方法包括基于代理动作来确定代理将执行的改变。 该方法包括将更改发送到代理设备。